감정노동, 피할 수 없을 때 누가 즐길 수 있는가: 자기감시의 조절효과를 중심으로 = Who Can Enjoy the Unavoidable Emotional Labor: A moderation of self-monitoring

국문 초록 (Abstract)

본 연구에서는 정서노동 상황에서 개인차 변인인 자기감시(self-monitoring)의 긍정적 효과를 검증하였다. 이를 위해 정서노동을 부과하는 정서표현 규칙의 유형별로 직무탈진과 열의가 나타날 때 자기감시가 어떤 조절효과를 나타내는지 검증하였다. 호텔 서비스직 종사자(191명)를 대상으로 상호작용을 분석한 결과, 긍정표현 규칙은 직무열의를 높이는 것으로 나타났지만, 부정억제 규칙은 직무탈진을 예측하지 못하였다. 그리고 자기감시가 높은 경우 부정억제 규칙과 긍정표현 규칙 모두를 높게 지각하는 것으로 나타났고, 직무탈진은 부적으로 예측한 반면 직무열의는 정적으로 예측하였다. 자기감시의 조절효과를 검증한 결과 부정억제 규칙이 직무탈진을 야기하는 과정에서 자기감시가 완화하는 조절효과가 나타났다. 그리고 긍정표현 규칙이 직무열의를 야기하는 과정에서 자기감시가 촉진하는 조절효과 역시 유의하게 나타나 연구가설이 모두 지지되었다. 마지막으로 검증결과와 관련한 시사점과 제한점을 논의에서 자세히 다루었다.

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